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Contact Center
for a Logistics Company

The largest company in Ukraine for express delivery of documents, goods and parcels to individuals and businesses, with the widest network of branches and carrying out more than 10 million shipments every month to 200 countries around the world.

  • Industry Logistics
  • Location Ukraine
  • Size 32,000 employees
Nova Poshta: №1 Nova Poshta: №1

About the project

  1. Challenge

    The largest Ukrainian private logistics company hired Simply Contact to handle customer requests connected with shipment tracking, delivery cost calculation, loyalty program advice, and ordering additional services. The team needed to handle 7500 calls daily and ensure customer satisfaction.

  2. Key requirements
    • Expert-level avis skills and knowledge
    • Logistics services full functionality knowledge
    • Perfect dialogue in the client's language
    • Client-oriented, stress-resistant, excellent communication skills
  3. Solution

    Simply Contact took over all channels and the entire scope of communication with clients. We ensured an effective framework that aimed at reducing waiting times. The seamless working process enabled us to increase first call resolution and ensure an increase in the customer satisfaction rate.

  4. Tasks we fulfill
    • Advising clients on dispatch and delivery of goods
    • Calculation of cost and delivery time
    • Providing information about the work schedule of offices, the terms of storage of goods and methods of payment
    • Making courier calls
    • Loyalty program advice
    • Ordering additional services related to the delivery of goods
    • Providing services to business customers
    • International delivery advice
Nova Poshta: №1

Results

More than 7500 calls per day are successfully tackled by our agents. We handle requests involving shipment tracking, delivery cost, and advising clients on goods dispatch and delivery. The transparency of all the processes led us to achieve a 91% of customer satisfaction rate.

  • 7500

    calls handled per day

  • 98%

    recevied calls

  • 62

    agents on the line

Testimonial

We started cooperating with Simply Contact in 2015. The project was launched quickly and on time. The IT work was perfect, and agent performance was satisfactory from the beginning. We are happy with the Simply Contact team’s performance.

Feliks Shumovkij

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